Call Center Agents - Books On Amazon.com _{Check eBay.com!}

BOOK
A Career for the 21st Century (Call Center Agent Handbook) (Call Center Agent Handbook)
Cliff Hurst
$9.20

About this product:
The call center profession is one of the fastest-growing job categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like:

• Are you ready to turn your job into a career?
• Have you ever wanted to get more out of your job than just a paycheck?
• Do you wonder about your call center operation’s bigger picture—and where you fit in?
• How can you tell when you’re doing an excellent job?
• How can you become more competent and confident in your new career as quickly as possible?

Other books in this series include voice quality and conversational skills, and frontline leadership in the call center.

BOOK
Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition
Susan Hash
$12.40

About this product:
High agent turnover can cripple an organization—draining the call center’s budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on:

• Understanding the costs associated with agent turnover

• Enhancing retention through agent empowerment and growth

• Developing retention-oriented recruiting processes

• Battling job stress and agent burnout

• Developing a positive culture

• Managing internal agent attrition

High staff turnover doesn’t have to be the "nature of the beast." Learn proven strategies from those who have won the war on attrition.

BOOK
Call Center Agent Motivation and Compensation: The Best of Call Center Management Review, Second Edition
Susan Hash
$6.66

About this product:
The link between motivation and performance is a truly powerful one. In successful call centers, you’ll find leaders who understand how to energize and inspire their staff—despite management challenges, such as marketplace fluctuations, outsourcing and job-role changes.

In the pages of Call Center Agent Motivation and Compensation, you’ll find the strategies and tactics that work for managers of top-performing call centers, including:

• The principles of effective motivation

• Ideas for compelling reward and recognition programs

• Motivating staff without burying budgets

• Agent compensation trends

• Incentives that rev up and retain agents

• Motivating agents with skills and career growth opportunities

Effective technology and processes play critical roles in call center performance, but it’s the people who most impact customer loyalty.

BOOK
Call Center Agent Motivation and Compensation: The Best of Call Center Management Review
F. Wilkinson
$16.95

About this product:
This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.

BOOK
Using e-learning to educate call center agents. (Outsourcing).: An article from: Customer Interaction Solutions
Arjun Raman
$5.95

About this product:
This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on June 1, 2002. The length of the article is 1706 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Using e-learning to educate call center agents. (Outsourcing).
Author: Arjun Raman
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: June 1, 2002
Publisher: Technology Marketing Corporation
Volume: 20 Issue: 12 Page: 32(4)

Distributed by Thomson Gale

BOOK
From call center agent to net rep: Web-Enabling your front-line staff. (Call Center/CRM Management Scope).: An article from: Customer Interaction Solutions
Penny Reynolds
$5.95

About this product:
This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on February 1, 2002. The length of the article is 3912 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: From call center agent to net rep: Web-Enabling your front-line staff. (Call Center/CRM Management Scope).
Author: Pamela Trickey
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: February 1, 2002
Publisher: Technology Marketing Corporation
Volume: 20 Issue: 8 Page: 38(5)

Distributed by Thomson Gale

BOOK
Profile for success: what makes a good call center agent?(MANAGEMENT SCOPE): An article from: Customer Interaction Solutions
Luke McNally
$5.95

About this product:
This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on September 1, 2005. The length of the article is 982 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Profile for success: what makes a good call center agent?(MANAGEMENT SCOPE)
Author: Luke McNally
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: September 1, 2005
Publisher: Thomson Gale
Volume: 24 Issue: 3 Page: 70(2)

Distributed by Thomson Gale

BOOK
Call Center Agent Turnover and Retention: The Best of Call Center Management Review
J. Mayben
$11.99

About this product:
To help you develop processes to retain your best agents, we’ve compiled this collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay and grow with your organization – and help you get the best possible ROI for your recruiting and training dollars.

BOOK
Turning customers into their own call center agents.(CONTACT CENTER TECHNOLOGY)(Cover story): An article from: Customer Interaction Solutions
Corey Freebairn
$9.95

About this product:
This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on November 1, 2007. The length of the article is 918 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Turning customers into their own call center agents.(CONTACT CENTER TECHNOLOGY)(Cover story)
Author: Corey Freebairn
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: November 1, 2007
Publisher: Thomson Gale
Volume: 26 Issue: 6 Page: 12(2)

Article Type: Cover story

Distributed by Thomson Gale

BOOK
I was an outbound call center agent.(In The Queue): An article from: Customer Interaction Solutions
Patrick Barnard
$9.95

About this product:
This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on June 1, 2007. The length of the article is 1036 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: I was an outbound call center agent.(In The Queue)
Author: Patrick Barnard
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: June 1, 2007
Publisher: Thomson Gale
Volume: 26 Issue: 1 Page: 14(1)

Distributed by Thomson Gale